Biaggi's Knows How to Train Staff and Provide Excellent Service

Last night Jim and me were out in West Des Moines returning a small pile of rejected Christmas gifts. Hubby does not like to shop or schlep around stores. So we made it as quick and painless as possible.

It was almost 8 o'clock and we were getting hungry. On a whim, we ducked into the Biaggi's parking lot and made our way in for dinner. After being greeted warmly at the hostess stand, we were seated immediately in a busy, warm and bustling dining room.

A staff member delivered a basket of warm bread and I started to people-watch, my favorite thing. Jim and I chatted, looked over the menu, and waited for our server. And waited. And waited.

Soon, the young lady who had seated us ten minutes before came around the corner with another couple and seated them at an adjacent table. She was scanning our table discreetly. As soon as she saw that we both had already closed our menus, and that there were no drinks on the table, she quickly hurried away and went to go report the situation to a floor manager.

Thirty seconds later, our server Tanner appeared, offering profuse apologies for not having shown up sooner. He quickly went through the specials and took our drink order. As far as I was concerned, Biaggi's staff had already done enough to make up for their initial error. Then, an amazing thing happened.

Andy Crounse, the manager of the restaurant, appeared. With a big, genuine smile and his hand folded in an apologetic manner, he approached our table. "I'm so sorry your server was late in getting to you. I'd like to buy your glass of wine for you. Please let me know if you run into any problems with dinner, and I'll take care of it personally."

This guy could not have been any more than 30 years old. He oozed genuine concern. I was very impressed. My mind could not help comparing this situation to the one that had happened last week at Legends. The one thing that I think made a huge difference was training. It was plainly obvious that the staff at Biaggi's had been properly instructed how to handle a sticky situation. From the young hostess who noticed the situation and did the right thing, to the server who quickly took the blame and tried to make it right, without blaming anyone, to the young manager who was empowered to offer a remedy.

My glass of wine cost $7.99. The cost could have been much greater. My hat's off to Biaggi's in West Des Moines, for taking customer service seriously. Our meal was excellent, too. We normally go to locally-owned Mom and Pop restaurants, but this place made me feel just as welcome and appreciated as a south-side neighborhood joint. Bravo, Biaggi's.

An added bonus was seeing my friend Tom Flynn III and his lovely wife, a few tables over.

Perhaps Mark Rogers and his staff should have their next staff meeting at Biaggi's. Let's hope no teachers are there!

Comments

[Sincerely, Jenni]

My husband and I have only been to Biaggi's one time, and we were also very impressed with the service there. It's very rare lately to find courteous servers. That's why that restaurant is successful.

I currently have a post on my own blog about our experience with four different jewelry store chains in West Des Moines. It all boils down to CUSTOMER SERVICE.

[Tom Flynn]

Claire - It was great seeing you there on Saturday night. I hadn't seen you there and was surprised when our waitress came by and mentioned that the PR Princess wanted to buy us dessert!

We too had outstanding service there. It is obvious they have taken the time to train their staff well. While we hadn't been there for at least a year, the service makes me think we should make it a more regular choice!

[Andy Crounse]

Thank you so much for all the kind words! I didn't realize who you were, but I sure am glad that I had the opportunity to be such a positive impact on your visit to Biaggi's! The way I see it, you have so many choices for a meal and if you choose to dine with us, I want you to have a great expirience so the choice is that much easier next time :) Please ask for me anytime you're in, I'd love to come by and say hi! And slightly off subject, my mother, a local high school teacher, dines at Biaggi's frequently! :) Thanks again!

[Claire Celsi]

Andy, thank you. I would like for you thank that hostess for me. She is the one who put the whole process in motion.

Perhaps you would consider doing some consulting for Legends.

[Andy Crounse]

Hahaha, I want Legends to not change a thing! It makes what we do look that much better! :) I will certainly thank Sarah for you and give her a big pat on the back for her observant and attentive problem solving!